AccountId: 011433970860
ContactId: 22b19af8-a585-4486-b932-9cbf97d269b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77580 ms
Total Talk Time (AGENT): 26044 ms
Total Talk Time (CUSTOMER): 42889 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/22b19af8-a585-4486-b932-9cbf97d269b2_20250408T13:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, so. This is [PII] Meddling Claims. Um, I have a provider on the line who's calling to verify benefits for a hospital indemnity plan. Um, she needs benefits for office visits, but I'm actually not showing any, um, office visits under this policy, and she just continues to have more and more questions. So could you further assist her?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, sure. What's her name?
[CUSTOMER][NEUTRAL] Um, her name is [PII].
[AGENT][NEUTRAL] You know,
[AGENT][NEUTRAL] OK. Did you get a callback number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, her callback number is the one that's in the system, the [PII].
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 2571293 for [PII] and I verified all her information.
[AGENT][NEUTRAL] OK, so you verify the information first photo. OK dokey. So I'm ready for her. Thank you, Miss [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, thank you. So here she is, one moment.
[AGENT][POSITIVE] Have a good day. All right. Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.